Customer Experience Specialist

ASSA ABLOY•Plano, TX

About The Position

ASSA ABLOY Global Solutions is hiring a Customer Experience Specialist for Biosite, which provides technology-enabled solutions for construction projects. The role supports customers throughout their journey, from onboarding and implementation through ongoing support and success. It combines customer engagement, technical problem-solving, training, and customer-site visits. The specialist builds trusted customer relationships, helps customers adopt Biosite solutions, resolves technical challenges, and collaborates with internal teams to improve customer outcomes and experience. Approximately 30% travel is required for customer site visits, onboarding, training, and relationship-building. The role involves visiting active construction sites.

Requirements

At least 1 year of experience in customer success, account management, customer support, sales support, technical support, or a related customer-facing role.
Experience supporting business-to-business (B2B) customers.
Ability to understand software platforms, integrations, system workflows, and user processes.
Comfort troubleshooting technical issues and guiding customers through solutions.
Ability to learn and explain technical concepts in a user-friendly manner.
Experience working with multiple software platforms and business systems.
Strong interpersonal and communication skills, including the ability to build rapport.
Self-motivation, initiative, and ownership.
Confidence, adaptability, and ability to work independently.
Curiosity and problem-solving ability; resilience and resourcefulness when facing challenges.
Organization, time-management, and prioritization skills.
Collaborative, customer-first approach.
Comfort presenting, training, and engaging groups virtually and in person.
Approximately 30% travel for customer site visits, onboarding, training, and relationship-building.
Comfort working in construction environments and visiting active job sites.

Nice To Haves

Experience delivering training, onboarding, or product demonstrations.
Experience in construction technology, SaaS, software, or the technology industry.

Responsibilities

Build trusted customer relationships and serve as customers’ primary point of contact.
Proactively understand customers’ business needs, identify improvement opportunities, and maximize adoption of Biosite solutions.
Deliver timely, responsive communication and follow through to provide an exceptional customer experience.
Partner with internal teams to advocate for customer needs and drive successful outcomes.
Lead customer onboarding and support the transition from implementation to ongoing support.
Conduct in-person and virtual training sessions and guide customers on best practices.
Diagnose and resolve issues involving software, integrations, hardware, and user experience.
Investigate complex challenges, coordinate resources, and drive issues through resolution.
Explain technical concepts clearly to technical and non-technical audiences.
Visit construction sites for implementations, training, relationship-building, and issue resolution.
Represent the Biosite brand professionally and identify ways to improve customer satisfaction and strengthen partnerships.